Guest Experience Host & VIP Liaison

Dorchester Collection; London Borough of Croydon; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Complimentary stays

Food & beverage discounts

Pension scheme

Training & development

Social events

Well-being support

Job summary

Dorchester Collection's 53 Park Lane in Mayfair, London, seeks a Guest Relations Coordinator to deliver exceptional service and create memorable experiences for guests and VIPs. You will welcome guests, manage guest relations with warmth, coordinate personalised amenities, and collaborate with the Director of Guest Experiences and hotel departments to ensure flawless service.

The role emphasises energy, creativity and a proactive approach, with shift-based hours and opportunities to participate

Qualifications

• Excellent verbal and written communication skills in English.
• Organisation and time management skills.
• A friendly, confident, and professional manner.
• Strong interpersonal skills such as emotional intelligence and adaptability.
• Excellent attention to detail and organisational abilities.
• The ability to multitask and remain calm under pressure.
• Ability to handle confidential information.
• Administrative skills and office software competency including Outlook and Excel and Opera Cloud.
• A flexible approach to working shifts, including weekends and public holidays.

Responsibilities

• Welcome guests warmly and professionally upon arrival at the hotel and create a positive first and last impression through attentive and personalised service.
• Engage with guests and build lasting relationships whilst ensuring guests' preferences are recognised.
• Maintain a detailed view of guests, researching guests and outreach to all guests, ensuring teams are updated with pertinent information.
• Assist in organising activations and campaigns related to VIP guests.
• Support guest amenities planning in collaboration with the Director of Guest Experience.
• Communicate professionally with other departments to ensure exceptional service.
• Review daily arrival lists to identify VIP and returning guests and coordinate VIP amenities and in-room arrangements.
• Handle guest complaints with empathy, discretion, and follow-up to resolve concerns.

Skills

Excellent verbal and written English

Organisation & time management

Professional & confident manner

Interpersonal skills

Attention to detail

Multitasking

Confidential information handling

Office software (Outlook, Excel, Opera

Tools

Outlook

Excel

Opera Cloud

Job description

Dorchester Collection's 53 Park Lane in Mayfair, London, seeks a Guest Relations Coordinator to deliver exceptional service and create memorable experiences for guests and VIPs. You will welcome guests, manage guest relations with warmth, coordinate personalised amenities, and collaborate with the Director of Guest Experiences and hotel departments to ensure flawless service.

The role emphasises energy, creativity and a proactive approach, with shift-based hours and opportunities to participate